IT (Technical Customer Support)
On-siteCairo, Cairo, Egypt
Job Summary
Provide technical support to customers via phone, email, remote sessions, and online meetings. Contact clients post-sale to activate software licenses and guide them through installation, configuration, and best practices. Troubleshoot technical problems, research solutions from vendor knowledge bases, and escalate complex requests to the Account Manager. Document all interactions and maintain accurate ticket records while monitoring recurring issues for management reporting. Coordinate IT equipment procurement and manage the company asset inventory. Collaborate with Sales and Account Management teams to ensure seamless service delivery.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services
- Strong knowledge of Windows and macOS operating systems
- Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi)
- Experience troubleshooting software installation and licensing issues
- Ability to explain technical concepts clearly to non-technical users
- Strong analytical and problem-solving skills
- Excellent communication and customer service skills
- English proficiency: B1 level or above
- Strong organizational skills with excellent attention to detail
- Ability to prioritize tasks, manage multiple support requests, and work under pressure
- Team player with the ability to work independently when needed
- Proficiency in Microsoft Office applications and general IT administration tasks
Desired Qualifications
- Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus
- Experience with ticketing/helpdesk systems is a plus
- Knowledge of Autodesk products or similar engineering software is an advantage
- IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus
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